Knowledge Article Usage / Click Analytics

Summary:

We are looking to report on Knowledge Article usage (for example, number of times an article is opened or clicked) in Oracle HR Helpdesk (Redwood) using OTBI.

However, we are facing the following challenges:

• The subject area “HR Service Center – Knowledge Management Real Time” is not available in our environment.
• we cannot find any metrics that represent:
  • Knowledge Management – Real Time
  • Knowledge Management – Article Search Historical
  • Article click count
  • Article view count
  • Article open/read events
• The Article Search Historical subject area appears to capture only search behaviour (search terms and frequency), not actual article opens.
• The Knowledge Management – Real Time